Terms of Service

Effective date: August 2025
Company: CleanGoGo Ltd (“CleanGoGo”, “we”, “us”, “our”)
Registered address: 6 Northgate St, Pembroke, SA71 4NR, United Kingdom
Customer support: support@cleangogo.co.uk
Partner support: partners@cleangogo.co.uk
Complaints: complaints@cleangogo.co.uk
Data/Compliance: legal@cleangogo.co.uk
Press: press@cleangogo.co.uk
Bookings: bookings@cleangogo.co.uk
Cancellations: cancellations@cleangogo.co.uk

These Website Terms (the “Terms”) govern your access to and use of www.cleangogo.co.uk and any CleanGoGo mobile or web applications (collectively, the “Website”). By accessing any part of the Website, you agree to these Terms. If you do not agree, you must stop using the Website.

Use of personal data is governed by our Privacy Policy and Cookies Policy (together, “Policies”). Where relevant, these Terms incorporate the Policies by reference.

We may update these Terms from time to time by posting an updated version on this page. Please check regularly. Your continued use of the Website constitutes acceptance of the updated Terms.

1. About CleanGoGo & Our Role

1.1 Marketplace: CleanGoGo operates a national booking platform that connects customers (“Customers”) with independent cleaners and cleaning companies (“Partners”) (together, “Providers”).
1.2 Agency: For consumer bookings, we act as a disclosed agent for Partners to conclude bookings and collect payments on their behalf. The legal contract for the provision of cleaning services (“Services”) is between you and the Partner that accepts your booking.
1.3 No employment: Partners are independent contractors; CleanGoGo is not an employer and does not supervise or control how Services are performed.
1.4 Territory: The Website is intended for use in the United Kingdom.

2. Access & Use of the Website

2.1 Access: Some areas are accessible without an account; most booking functions require account creation or guest checkout.
2.2 Accuracy: You confirm all information you provide is true, accurate, and up to date.
2.3 Security: Keep your login confidential. You are responsible for all activity under your account. Notify us immediately of suspected unauthorised access.
2.4 Availability: We aim for 24/7 availability but do not guarantee uninterrupted access. We may suspend, withdraw, or restrict the Website without notice.
2.5 Prohibited use: You must not misuse the Website (e.g., hack, scrape, reverse engineer, upload malware, or infringe IP).
2.6 Age: You must be at least 18 to make a booking.

3. Making a Booking

3.1 Compiling a booking: Select a Service (e.g., Standard Clean, Deep Clean, End of Tenancy, After Builders), choose property parameters (bedrooms, bathrooms), and any add-ons (e.g., oven, fridge, inside windows, cupboards).
3.2 Prices: Prices shown are inclusive of VAT (where applicable) and based on your selections (including any location uplift that may apply in major cities, up to 25%).
3.3 Add-ons: Additional services carry additional fees.
3.4 Fixed pricing: Consumer prices are fixed by CleanGoGo. Partners are paid a share of the booking price (typically 85%).
3.5 Submitting: Before confirming, check details carefully. Once payment is authorised, your request is sent to a Partner.
3.6 Acceptance: A booking is confirmed when a Partner accepts. If a Partner rejects (e.g., no availability), we will notify you and reverse/void the payment authorisation.
3.7 Timing: Any time windows are estimates. Neither we nor Partners guarantee exact start or finish times.

4. Payment & Billing

4.1 Methods: You must pay by accepted card or other methods offered on the Website. We process payments on behalf of Partners.
4.2 Authorisation: Standard banking procedures may “ring-fence” funds; release times vary by bank.
4.3 Adjustments: If your booking details are inaccurate (e.g., property significantly larger/dirty than declared), the Partner may propose a price adjustment before or during the job. You may accept, cancel, or reschedule.
4.4 Refunds: Refunds or partial credits may be issued where Services are not delivered as agreed and after investigation (see Section 10). Refunds are typically issued to the original payment method.

5. Pricing, Uplifts & Promotions

5.1 Base pricing: Base rates vary by service type and property size.
5.2 Location uplifts: Certain areas (e.g., London and major cities) may attract uplifts up to 25% to reflect higher operating costs.
5.3 Add-ons: Optional add-ons increase the price and payout to the Partner.
5.4 Membership pricing: Some high-use Customers (e.g., estate agents, landlords, property managers) may access discounted rates in return for volume and consistency; these do not affect service quality obligations.
5.5 Promo codes: If offered, codes are subject to separate voucher terms; non-transferable, one per order, and may be withdrawn at any time.

6. Changes, Cancellations & No-Shows

6.1 Customer changes: After confirmation, changes are not guaranteed. Contact us at cancellations@cleangogo.co.uk as soon as possible; if work has started, charges may apply.
6.2 Customer cancellation: A cancellation policy applies (displayed at checkout and in your confirmation). Late cancellations and no-access visits may incur fees up to the full booking value to compensate the Partner’s time and travel.
6.3 Partner cancellation: If your Partner cancels, we will try to reassign. If we cannot, we will refund the booking value.
6.4 Access: You must ensure access at the agreed time. If the Partner cannot gain access, it may be treated as a late cancellation.
6.5 Health & safety: Partners may refuse or halt work where premises are unsafe (e.g., hazardous materials, aggressive behaviour, infestation), with fees as reasonably applicable.

7. What We Do & Don’t Provide

7.1 Scope: CleanGoGo provides the booking platform, customer support, and payment processing.
7.2 No provision of cleaning: CleanGoGo does not itself perform cleaning and is not responsible for the means or methods used by Partners.
7.3 Insurance & DBS: Partners are required to maintain Public Liability Insurance (and Employers’ Liability Insurance if applicable) and valid DBS checks.
7.4 Supplies & equipment: Unless stated otherwise, Partners supply materials and equipment.

8. Reviews & Feedback

8.1 Reviews: Customers may leave ratings and comments. Reviews must reflect genuine experiences, be lawful, and not defamatory or abusive.
8.2 Moderation: We may remove or edit reviews that breach these Terms.
8.3 Use of reviews: By posting a review, you grant CleanGoGo a non-exclusive, royalty-free licence to use, reproduce, and display it in connection with the Website and our services.

9. Intellectual Property

9.1 Ownership: The Website, brand, logos, visuals, templates, and content are owned by CleanGoGo or our licensors and are protected by IP laws.
9.2 Licence: We grant you a limited, non-transferable, revocable licence to access the Website for personal, non-commercial use.
9.3 Restrictions: You may not copy, scrape, modify, reverse engineer, or use our content or brand except as expressly permitted.

10. Customer Care, Problems & Remedies

10.1 Support: Contact support@cleangogo.co.uk for help.
10.2 Issues: If you are dissatisfied, contact us within 24 hours of the appointment with details and (where relevant) photos.
10.3 Resolution: We may (at our discretion, and after liaising with the Partner): arrange a re-visit, issue a partial refund/credit, or take other reasonable steps.
10.4 Evidence: We may request reasonable evidence and information (booking details, before/after photos, Partner notes) to assess a claim.
10.5 Limits: Remedies aim to put you in the position you should have been in had the Service been performed with reasonable care and skill.

11. Disclaimers

11.1 Information: While we try to ensure Website information is accurate, content may change and may be out of date.
11.2 Third-party performance: Services are delivered by independent Partners. We do not warrant that Services will meet your precise expectations beyond reasonable care and skill.
11.3 Timing: Start/finish windows are estimates.
11.4 Allergies & special conditions: If you require specific products or have sensitivities, you must tell us and the Partner in advance.
11.5 No guarantees: Except as required by law, we exclude all implied warranties relating to the Website.

12. Liability

12.1 Non-excludable: Nothing limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited by law.
12.2 Our liability: Subject to 12.1, our total liability arising from or in connection with your use of the Website shall not exceed the lower of (a) £100 or (b) the total commission we received in respect of your affected booking(s).
12.3 Excluded losses: We are not liable for loss of profits, business, goodwill, data, or any indirect or consequential loss.
12.4 Partner liability: Partners are responsible for their acts/omissions in delivering Services and for any damage they cause.

13. User Content & Acceptable Use

13.1 Content: Any content you submit (reviews, photos, messages) must be lawful, accurate, and not infringe rights of others.
13.2 No spam/solicitation: You must not advertise or solicit business from CleanGoGo Customers outside the platform.
13.3 Removal: We may remove content or suspend accounts for breaches.

14. Links

14.1 Third-party sites: Links are provided for convenience only; we do not control or endorse third-party sites and are not responsible for their content or availability.
14.2 Linking to us: You may link to our homepage in a fair and legal way that does not damage our reputation or suggest association.

15. Accounts, Fraud & Enforcement

15.1 Suspension/termination: We may suspend or terminate your access for misuse, fraud, non-payment, or breach of these Terms.
15.2 Investigations: We may investigate suspected abuse and share information with law enforcement where required.
15.3 Chargebacks: We may contest invalid chargebacks and provide evidence to payment providers.

16. Promotions, Discounts & Memberships

16.1 General: Promotions may be amended or withdrawn at any time.
16.2 Codes: Non-transferable; one per order unless stated; not redeemable for cash.
16.3 High-use memberships: Estate agents/portfolio managers may access discounted rates in exchange for higher volume and/or commitments. Discounts may slightly reduce cleaner per-job payout, but yield larger, more consistent volumes.

17. Complaints & Escalation

17.1 Complaints: Email complaints@cleangogo.co.uk with your booking reference.
17.2 Escalation: We aim to acknowledge within 2 business days and respond within 10 business days. Complex cases may take longer.
17.3 Disputes: If unresolved, you may seek independent ADR or legal remedies. Nothing in these Terms affects your statutory rights.

18. Data Protection & Cookies

18.1 Privacy: See our Privacy Policy for how we process personal data and your UK GDPR rights.
18.2 Cookies: See our Cookies Policy for information on tracking technologies and preferences.

19. Website Changes & Force Majeure

19.1 Changes: We may update content, Services, prices, and functionality without notice.
19.2 Force Majeure: We are not liable for delay/failure due to events beyond reasonable control (e.g., strikes, pandemics, extreme weather, utility outages).

20. Intellectual Property Notices & Reporting

21. Governing Law & Jurisdiction

21.1 Law: England and Wales law applies.
21.2 Courts: You may bring proceedings in the courts of England and Wales, or in your home UK jurisdiction where mandatory local consumer protections apply.
21.3 Severability: If any part of these Terms is invalid, the remainder continues in force.
21.4 No waiver: Failure to enforce is not a waiver.
21.5 Assignment: You may not assign rights without consent. We may assign to an affiliate or in connection with a restructuring or sale.

22. Additional Terms for Partners (Summary)

(Full Partner Agreement applies—this section is a high-level supplement for Website use.)
22.1 Portal use: Partner access to the portal is for authorised users only; keep credentials secure.
22.2 Documents: Partners must maintain required insurance and DBS checks and provide copies on request.
22.3 Non-solicitation: Partners must not solicit or accept direct work from Customers introduced via CleanGoGo during the partnership and for 12 months after the last job; breach may trigger a £1,000 referral fee per Customer.
22.4 Quality: Persistent poor performance or an average rating below 2/5 after 20 reviews may result in removal.
22.5 Payments: CleanGoGo pays Partners monthly (on/around the 1st) for completed jobs, minus agreed commission.

23. Contact

General support: support@cleangogo.co.uk
Bookings: bookings@cleangogo.co.uk
Cancellations: cancellations@cleangogo.co.uk
Partners: partners@cleangogo.co.uk
Complaints: complaints@cleangogo.co.uk
Data/Compliance: legal@cleangogo.co.uk
Press: press@cleangogo.co.uk
Address: CleanGoGo Ltd, 6 Northgate St, Pembroke, SA71 4NR